Cleaning as an Engineered ProcessLean Principles for a Neglected IndustryJeffery L. Campbell, Ph. D. and Kathleen W. CampbellFacility and Property Management Brigham Young University 2013

Acknowledgements

ManageMen and the Simon Institute provided funding for this research project,

and offered valuable direction and insights. Thanks goes to John Walker, Ben Walker and

Jill Edmunds for their foresight, creativity, and dedication to making a difference in the

cleaning industry. (See http://www.managemen.com/ and http://www.simoninstitute.org/.)

Thanks is also due to the outstanding BYU Facility and Property Management

research students. Their enthusiasm and drive made this research easy. Thanks goes to

Kimberly Mendez, Robert Hyer, Eric Braziel, Robert Salmon, Garrett Strong, Benson

Palmer, Cory Paxton, Cameron Wright, Orlin Clements, Sam Kelly, and Kyle Spindler.

(See http://www.fpm.byu.edu/.)

And most importantly, thanks to my dear wife, Kathy, who is my all-time favorite

friend. She plays a critical role as a sounding board, and is an excellent editor of my

work. (See http://www.campbellcg.com/.)

Disclaimer

The information in this research report is intended to provide helpful information.

The author, students, and Brigham Young University do not directly or indirectly endorse

any product, company or process discussed in the research report. While best efforts have

been used in preparing this research, the author makes no representations or warranties of

any kind and assumes no liabilities of any kind with respect to the accuracy or

completeness of the contents, and specifically disclaims any implied warranties.

References are provided for informational purposes only and do not constitute

endorsement of any websites or other sources. Readers should be aware that the websites

ii

listed in the research may change. Every situation is different, thus the advice and

strategies contained herein may not be suitable for all circumstances. The author

recommends seeking the services of competent professionals before undertaking a similar

program.

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Table of Contents

Chapter 1: Introduction! 1

1.1 The Definition of Clean 1

1.2 The Importance of a Cleaning Standard 4

Chapter 2: BuildingsThe Next 100 Years! 8

2.1 The Myopic Past 8

2.2 Key Factors That Will Influence the Future of Buildings 11

2.3 Educating a New Profession17

Chapter 3: Cleaning as We Know It Today! 24

3.1 Cleaning From an Historical Perspective 24

3.2 Janitorial Contracts 28

3.3 Measuring Janitorial Productivity 33

3.4 Lack of a Cleaning Standard 36

Chapter 4: Cleaning Products, Safety, and the Environment! 37

4.1 Cleaning Products 37

4.2 The Effects of Cleanliness on Indoor Air and Environmental Quality 45

4.3 Conclusions 47

Chapter 5: Engineering and Process Management! 48

5.1 The Importance of Engineering 48

5.2 An Historical View of Engineering 49

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5.3 Engineering in the Future 51

5.4 What Is an Engineered Process? 53

Chapter 6: The Practice of Lean and Quality Management! 54

6.1 What is TQM? 54

6.2 What is Lean? 55

6.3 What is Six Sigma? 57

6.4 What is ISO 9000? 62

6.5 What is the Balanced Scorecard? 66

6.6 What is the Malcolm Baldrige National Quality Award? 71

6.7 Summary of Lean Core Concepts 75

Chapter 7: Lean Best Practices in Janitorial Services! 80

7.1 (OS1) versus TQM 80

7.2 Comparing (OS1) and TQM Core Concepts 81

7.3 Summary 93

Chapter 8: Research Summary and Conclusions! 95

8.1 Profits, Not Cleanliness 95

8.2 The Future of Evidence-based Outcomes 96

8.3 Driving Out Waste in the Cleaning Process96

8.4 Transparency and Dashboards 97

8.5 The Rise and Fall of Companies and Ideas98

8.6 High-Performance and Healthy Work Spaces 99

8.7 Lean Process Mapping and Management in the Future 100

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Chapter 1: Introduction

1.1 The Deni6on of Clean

"Clean" is a flexible term that is defined differently as it is applied by specific groups

and their unique viewpoints. The Webster Online Dictionary states the process of

cleaning is "to rid of dirt, impurities, or extraneous matter."1 This broad definition

prompted researchers to review national cleaning organizations to find a more detailed

definition. The American Cleaning Institute (formerly The Soap and Detergent

Association)2 states yet another broad description, "cleaning is the mechanical removal of

dirt and soil from an object or area." It is interesting to note that definitions were

unavailable from the cleaning industry's top associations, including the United States

1

1 Cleaning. (2010). Merriam-Webster Online Dictionary. Retrieved from http://www.merriam-webster.com/dictionary/cleaning2 Aiello, Allison E., Larson, Elaine L., and Sedlak, Richard. (2007). Against Disease: TheImpact of Hygiene and Cleanliness on Health. The Soap and Detergent Association. New York, NY: JMH Education Marketing, Inc.

Environmental Protection Agency (EPA), the International Sanitary Supply Association

(ISSA), the National Institute of Building Sciences (NIBS), the National Clearinghouse

for Educational Facilities (NCEF), and the Cleaning Management Institute (CMI).

In the book, "Protecting the Built Environment: Cleaning for Health," author Dr.

Michael Berry, a university professor and consultant, states, "cleaning is not only an

activity, but is a process and a special form of management."3 He goes on to state that

cleaning is, "the science of controlling contaminants," and should be based soundly in

scientific principles."4 In 2001 he specified that the cleaning process locates, identifies,

contains, removes, and properly disposes of an, "unwanted substance from a surface or

environment."5 This suggests that cleaning is not only an important task, but also a

process that should be carefully executed and, "coordinated with other basic

environmental management strategies: source control, activity management, dilution, and

design intervention."5Another aspect of defining clean is to determine the benefits. Why should time and

resources be spent on cleaning? Dr. Berry states the prime benefits of cleaning are:

It puts things in order and immediately improves quality of life.

It restores an object/environment to a pleasing/satisfactory appearance.

Cleaning improves the environmental condition quickly and visible.

It controls the quality of the indoor environment.

2

3 Berry, Michael A. (1993). Protecting the Built Environment: Cleaning for Health, p. 23. Chapel Hill, NC: Tricomm 21st Press.4 Berry, Michael A. (1993). Protecting the Built Environment: Cleaning for Health, pp. 73-74. Chapel Hill, NC: Tricomm 21st Press.5 Berry, Michael A. (2001). Educational Performance, Environmental Management, and Cleaning Effectiveness in School Environments. Retrieved from http://www.carpetrug.org/pdf_word_docs/0104_school_environments.pdf

Control can reduce human frustration and anxiety.

Cleaning protects human health.6

The benefits of a clean environment in a school setting have been documented in

numerous studies. Dr. Berry compared the educational performance of students and

teachers at Charles Young Elementary School in Washington, D.C., before and after it

was remodeled. His goal was to find a correlation between the quality of the physical

condition of the school and educational performance. After the building was remodeled, a

higher standard of maintenance and cleanliness were implemented. Using different

environmental factors Dr. Berry uses several different measures to determine the

environmental factors affecting the school. Some examples are temperature, climate,

lighting, safety hazards, teaching space, maintenance practices, bio-pollutants,

furnishings, decor, and dust. Dr. Berry found a strong correlation between the quality of

the physical condition of the school and quality of learning.7 Dr. Berry has also conducted

other studies within this same general topic of school cleaning and how it relates to

student academic achievement. In his study entitled, "Educational Performance,

Environmental Management, and Cleaning Effectiveness in School Environments," he

concludes, "that effective cleaning programs enhance school and student positive self

image, and may promote overall higher academic attendance and performance."7 Overall this can be difficult to quantify, but through several key indicators like absenteeism,

chronic schedule changes, disciplinary incidents, health accident reports, risk behaviors,

3

6 Berry, Michael A. (1993). Protecting the Built Environment: Cleaning for Health, p.24. Chapel Hill, NC: Tricomm 21st Press.7 Berry, Michael A. (2001). Educational Performance, Environmental Management, and Cleaning Effectiveness in School Environments. Retrieved from http://www.carpetrug.org/pdf_word_docs/0104_school_environments.pdf

academic and other performance gauges can be measured. Some key components that Dr.

Berry mentioned include cleaning for health and not for just appearance, which has been

the most popular method in the past. He defines clean as the relation to the whole

environment and not just specific areas.7A proper definition of clean should include the process as well as the benefits:

Cleaning is a process that locates, identifies, contains, removes, and properly disposes of

an unwanted substance from a surface or environment, and contributes to the health and

well-being of those who occupy the environment.

One of the challenges in determining the proper definition of clean comes from

the fact that the process of cleaning varies greatly from industry, to sector, to even

building types. If cleaning were to become a standardized process, it would aid in

designing cleaning processes that would be applicable in any sector. Unfortunately, the

research shows that little has been done in establishing a cleaning standard.

1.2 The Importance of a Cleaning Standard

Standards set a level of safety and performance for most industries. Therefore, a

cleaning standard that ensures the buildings quality, safety and health of the people

therein should exist. Research shows that students in K-12 schools have improved

capacity to learn when school environments are clean. Because there is no cleaning

standard for K-12 educational facilities, students are frequently exposed to poor indoor

environments and learning suffers.

The American National Standards Institute (ANSI) defines a standard as, "a

document, established by consensus that provides rules, guidelines or characteristics for

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activities or their results.8 It is difficult to find standards that pertain to the cleaning

industry, especially for organizations that serve K-12 public schools. Teachers often take

it upon themselves to ensure the cleanliness of their classrooms. The National Parent

Teacher Association (PTA) recognizes the link between clean schools and increased

learning. A survey conducted in 2010 showed that cleanliness in schools was so lacking

that 56 percent of teachers in public schools purchase their own cleaning supplies in order

to clean their classrooms (PTA, 2010)9. Teachers are not the only ones affected by the

lack of cleaning standards. The National Education Association (NEA) found that school

janitors also struggle. We [janitors] need better job guidelines. Thirty-eight percent of us

have no job description at all. For those of us who do have a job description, 32 percent

feel it does not accurately describe the amount of work we do. Sixty-two percent of us

have no say about our job descriptions, and 64 percent often or sometimes must perform

work outside our job descriptions.10

In an attempt to remedy the situation, the American Federation of Teachers

(AFT), a teachers' union, held a convention in 2001 to develop a cleaning standard,

unfortunately, to date, no standard has been established.11 The American School &

University reports that the International Sanitary Supply Association (ISSA) and the

Cleaning Industry Research Institute (CIRI) have cleaning standards in the planning

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8 American National Standards Institute (ANSI). (2012). De\inition of a Standard. Retrieved from http://www.ansi.org/about_ansi/faqs/faqs.aspx?menuid=19 Parent Teacher Association. (2010). "Clorox Clean Up the Classroom." PTA Every Child OneVoice. Retrieved from http://www.pta.org/1339.htm10 National Education Association. (April 2010). Custodial and Maintenance Services. Retrieved from http://www.nea.org/home/18978.htm11 American Federation of Teachers. (2001). PSRP department kicks off new initiatives. Retrieved from http://archive.aft.org/pubs-reports/psrp_reporter/2001/spring/initiatives.htm

stages. In June 2008, ISSA and CIRI convened with the goal to develop science-based

cleaning standards to determine cleanliness in institutions of learning.12 Though this is a

step in the right direction, no standard has been published.

APPA, an organization that specializes in educational facilities, has created a

visual standard, called the Five Levels of Clean.13 These levels are:

Level 1 - Orderly Spotlessness

Level 2 - Ordinary Tidiness

Level 3 - Casual Inattention

Level 4 - Moderate Dinginess

Level 5 - Unkempt Neglect

While the levels do not address the physical effects of cleanliness, a study

entitled, Cleanliness and Learning in Higher Education, revealed that the appearance of a

room affects learning. Of the 1,481 university students surveyed, 88 percent said that

when a room is at a Level 3 - Casual Inattention, it becomes a distraction to their studies.

Eighty-four percent said they felt a room should be at a Level 2 - Ordinary Tidiness or

Level 1 - Orderly Spotlessness to create a good learning environment.14

Dr. Berry, an advocate for cleaning for health and not just appearance, did a study

in 2006, where he analyzed the unseen elements of a room after cleaning. He compared

the results of a scientifically-based cleaning system (OS1) to a traditional system. Two

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12 Wiley, Frank. (2010). Integrated Cleaning and Measurement in Schools (ICM) | Measured Results Article. American School & University. Retrieved from http://asumag.com/Maintenance/integrated-cleaning-measurement-schools-200904/13 APPA. (2012). APPAs Five Levels of Clean. Retrieved from http://www.local39training.org/courses/support/LEED/course4/APPA_Five_Levels_of_Clean.pdf14 Campbell, J., and Bigger, A. (April 2008). Cleanliness and Learning in Higher Education, APPA, Alexandria, VA.

dormitories were chosen for the study at the University of North Carolina. Four elements

were measured after cleaning: dust removal, presence of fungal spores, restroom bacteria

count, and indoor air quality. After one month, the scientific method reduced dust two to

five times more effectively, fungal spores were reduced from 15 percent to 3 percent, and

bacteria in restrooms were reduced by 94 percent. Its interesting to note that the

traditionally-cleaned restrooms had a higher pathogen count after cleaning than before.

The health effects of the new method had a measurable improvement. Dr. Berry

concluded, "A scientifically-based cleaning process provides an immediate improvement

in the indoor environmental quality of schools. Through an organized environmental

management program that emphasizes effective cleaning, exposure to a range of

microorganisms, particles, and other harmful substances are reduced."

Though there is currently no national standard for cleaning, studies suggest that

establishing a cleaning standard that accounts for both appearance and health would

benefit all building occupants. A cleaning standard would especially benefit educational

facilities. Student focus and learning would improve, and the health of all building

occupants would increase.

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Chapter 2: BuildingsThe Next 100 Years

2.1 The Myopic Past

What does the future hold for buildings and maintenance practices in the

next 100 years? As part of this project, researchers sought to find answers to this

question. A futuristic outlook can provide the imagination, creativity, and new thoughts

needed to improve maintenance effectiveness and efficiency.

It is sometimes difficult to grasp how inventions will impact future

practices. History is filled with examples of this. When Edison invented electricity, many

questioned why electricity would be needed in every home. Not so long ago, the CEO of

Digital Equipment Computer Corporation (DEC) wondered why consumers would need a

computer in their home. Fortunately, Bill Gates came along with the vision of "a

computer on every desk and in every home." Gates vision came true; today there are

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more personal computers than people in the United States. Western Union officials

laughed at Alexander Graham Bell when he proposed the idea of a telephone. Company

officials were skeptical that the public would choose to replace the tried and proven

technology of communicating by telegraph. Today, not only do most businesses and

homes have telephones, but nearly every adult (and teen) carries a cell phone. To top it

off, nearly 80 percent of all cellphones are now smart phones.

Two young engineers pitched an idea to Yahoo and AltaVista, claiming

they had a new way to improve Internet browsing and also increase revenue from online

advertising. Both companies turned them down, so the engineers formed their own

company, building the number one search engine today: Google. Many were skeptical of

the acceptance of Facebook. Whats so great about connecting with friends online?

Today, if Facebook users were the citizens of a country, they would rank third in

population only behind China and India.

One more example: Tom Dolan and John Houbolt were common

engineers in the 1960s. Dolan, who worked for a subcontractor, proposed an idea about

lunar-orbit rendezvous. Luckily, John Houbolt, who worked for NASA, picked up the

idea and championed it. Lunar-orbit rendezvous became the method used to land men on

the moon.

These examples illustrate how new inventions alter how families and

businesses function. It causes one to wonder how buildings will be different 100 years

from today. Most likely, buildings and cities will look similar. Given limited resources,

local economies cant afford to make wholesale changes but will continue to renovate and

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reinvent their built environment. There will be a mix of new architecture, older/renovated

buildings, and historic structures. Buildings will be designed and re-designed to be more

flexible and to last much longer. The life cycle of buildings will become more micro-

managed.

A recent finding in a university library disclosed a graduate thesis entitled

Efficient Cleaning Methods for College Campuses. The study identified how to labor

load a building, how to calculate the number of employees needed to clean the building,

how to develop cleaning routines, and how to measure productivity. Equipment and

cleaning agents were also identified. Surprisingly, the study was written in 1933, and the

cleaning system and measures of productivity asserted in the study were not all that

different from what is still being practiced today.

A method for increasing efficiency was pioneered by Frederick Taylor in

the late 1890s. Taylor demonstrated how through applying industrial engineering

principles a man could triple the amount of coal shoveled each day. At the beginning of

the study a man could shovel twenty tons of coal per day using a 38-pound shovel scoop.

By incrementally decreasing the scoop size, Taylor learned the ideal size was a 21.5-

pound scoop which allowed a man to move sixty tons of coal per day. Increasing

efficiency is still a mandate in the twenty-first century, though it has become more

complicated than during the industrial revolution.

Another example of improved efficiency is in the production of grain. In

1830 it took about forty hours of farm labor to grow ten bushels of rye or wheat, which

made about 600 loaves of bread. With todays improved technologies and methods, it

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only takes about forty minutes to produce ten bushels. This is a perfect example of how

applying best business practices, improved technology, quality education and

documented research can lead to producing more with less. Cleaning is an area of low

hanging fruit where almost immediate improvements can be found by implementing

these principles. Though it has been viewed myopically in the past, it is time look at

cleaning with a broader perspective to determine areas for increasing efficiency and

effectiveness.

2.2 Key Factors That Will Inuence the Future of Buildings

The biggest concern over the next century will not deal with new buildings

(which will constitute only one percent of the built environment), but will deal with

existing real estate (which will constitute the other ninety-nine percent). Keeping existing

buildings functionally viable will be the biggest challenge, and will only be accomplished

through improved business processes and better management of new technology.

These improvements will occur as senior managers and executives are educated

on best practices for managing real estate. Facility asset managers will have a greater role

on the corporate decision-making team because of the magnitude and cost of the built

environment. They will oversee the implementation of a common language for facility

management, drawing on science-based case studies, incorporating benchmarking and

metrics, and utilizing better information systems for risk assessment and decision-

making.

Capitalism and cost-benefit analyses will continue to drive business decisions.

The adoption of new technologies and processes will only take place when a cost-benefit

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tipping point occurs. There are typically three factors that trigger a tipping point: changes

in the social-economic conscience, regulatory compliance, and man-caused and natural

disasters.

An example of a tipping point triggered by the social-economic conscience is

LEED (Leadership in Energy and Environmental Design) certification developed by the

US Green Building Council (USGBC). If a company owns a LEED certified building, it

adds to its prestige and improved public perception. The principles of LEED certification

then flow into new codes, regulations and laws like zero carbon legislation and new

taxes.

Unfortunately, new codes and regulations become overwhelming because there

are so many bodies with regulatory jurisdiction. It is estimated that over $6 billion is

spent annually in the healthcare industry just trying to appease all the different regulatory

authorities.

Natural and man-caused disasters, such as 9-11 and school shootings, have

triggered major shifts in how business is conducted. What was once considered an

unlikely target will now be designed and managed differently in the future to ensure

safety.

Facility asset life cycle planning and total cost of ownership models will

become core management tools. Buildings, building systems, system components, and

component parts will include interoperability and smart technology. Taking a page

from the Starship Enterprise, facilities will be operated at a whole new level of

sophistication unknown to man right now. An IT backbone and building brain will

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manage and manipulate a wide variety of services. This will not be accomplished on

autopilot, however. Well-trained people will be as important as ever to operate these

systems. Buildings being operated by more technology will lead to a growing need for

personal and public privacy as well as cyber security. Facility managers in the future will

need to know as much about IT as they do about buildings.

The future will be focused on balancing efficiency and effectiveness, which will

lead to added value. Already surfacing are new scorecard processes that enable facility

departments to better identify their key performance indicators, chart their profile as to

where they fit in an efficiency and effectiveness model, and then create strategic and

tactical initiatives to deliver greater value. The entire value stream of service and

production is becoming much more lean. The future will belong to those who can clearly

articulate and provide evidence-based outcomes demonstrating added value.

Creativity and innovation will continue to be an important part of the future.

Having teams composed of both left and right-brained thinkers will be critical to success.

Facility management is typically made up of left-brain linear thinkers. This can be a real

problem because a team of such thinkers may not have enough creativity and innovation

to move forward as the global market changes. There is a sentiment in some circles that if

a facility manager is not a licensed engineer then they have no business managing

facilities. This myopic approach sounds like the views of DEC and Western Union when

approached with a new invention. Google encourages its employees to spend 20 percent

of their time working on creative projects that are related to Google but outside their

regular jobs. This leads to greater innovation in the company.

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One upcoming challenge will be dealing with the population growth. There are

currently 307 million people in the United States. It is projected that by the year 2100 that

number could reach almost one billion, or triple the current population. The global

population is also projected to grow from seven to almost ten billion. This compounding

growth will have dramatic effects on available land, building space, infrastructure and

natural resources. Thus, land usage will become more dense, cities will become more

congested, and the built environment will be pushed beyond its capacity. The good news

is there is room to grow in the United States; most other countries are not as fortunate.

Increased population will also lead to financial resources being spread much thinner.

The method of cleaning buildings will surely change over the next few decades.

There is a new body of science that is beginning to take-hold in the industry that looks at

cleaning as an engineered process, and focuses on health instead of just appearance.

Sandia National Laboratories, the University of Texas, the University of Michigan, and

others are pioneering this new approach. They have taken efficiency and effectiveness in

cleaning to whole new levels.

Following is a list of improvements that have occurred or will occur by treating

cleaning as an engineered process.

(1) Reducing the number of chemicals used for cleaning from 150 to 10. Reducing

indoor pollutants to almost nil. (This is important because about twenty percent of

the population has some type of respiratory challenge.) Reducing costs by nearly

twenty percent (which translated into $2 million in savings over three years at the

University of Michigan).

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(2) Reducing workplace accidents to almost zero. (According to the Bureau of Labor

Statistics custodial accidents rank between fifth and seventh as the most injured

occupation in the U. S.) Janitorial departments are being recognized as having the

organizations best and most comprehensive sustainability practices.

(3) Improving security in building space, chemicals and equipment. A frightening

practice in the janitorial industry stems from hiring. Currently it is possible for an

immigrant to cross the border today, become a janitor tomorrow, and have all the

keys to a building within a few weeks. This opens the door to numerous types of

security threats. In the next thirty years there will be a creation of a new

certification or degree that focuses on safety, security, emergency response, and

maintaining indoor air quality through proper cleaning processes and chemicals. The janitorial initiative of viewing cleaning as an engineered process is a good example of how consolidating resources and improving value-added services would affect FM in the future. It is based on improved business practices, advanced technology, and education and research. It is a disruptive technology like camera film to

digital photos. It changes the rules and paradigms just as Edison, Gates, Bell, Google and

Tom Dolan.

The following twenty-two key factors will directly influence or contribute to the

future of how buildings are managed and operated.

United States population will triple, thus there will be less land per person.

New buildings will cost more and a shift will be made to better manage existing

buildings and extend their lives.

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Many existing buildings will continue to operate as they are now with the

exceptions in improved technologies which will either become more cost effective

or mandated by regulations.

Sustainability practices will be part of day-to-day design, construction, operations

and remodels.

New energy sources will increase substantially as dependence on fossil fuels

decrease.

The world will continue to get smaller as global markets have more

connectedness.

Global economies will affect all economies.

Social unrest will see at least two world wars, and probably more.

Computer security will be more important than ever.

Buildings will be smart, along with systems, components and parts.

Technology will tie all building systems together and data will be collected with

vastly improved analytics that will provide key information for management and

better decision-making.

Financial accountability and management of the total cost of ownership will be

much more important than it is practiced today.

Indoor environmental quality will be improved and expected in buildings.

Outsourcing and specialization will dramatically increase as buildings become

more complicated.

Zero carbon sustainable energy building footprints will be required.

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Facility research will dramatically increase.

New strains of infectious diseases and pandemics will increase global concerns.

Highly trained labor resources will be at a premium, education will be more

effective and focused on outcomes.

Labor resources will be cross-trained in information technology and problem

solving, building operations, indoor environmental quality, safety and security,

and overall financial performance. More will be done with less.

More regulations will be implemented to protect health, safety, and sustainable

buildings/environments.

Process improvements will be driven by improved innovation and creativity.

New disruptive technologies will completely change the playing field.

2.3 Educa6ng a New ProfessionFor many, facility management (FM) is an accidental profession that has typically been a stopping place on the road to somewhere else. Because facility management is so new it does not yet have a well-developed body of knowledge and research. The International Facility Management Association, which is the largest FM association in the United States with about 20,000 members, was established in 1980. Europe, a continent with millennia-old buildings, has a more mature association that ties facilities, construction, engineering and architecture together in what is called the Royal Institute of Chartered Surveyors (RICS). RICS began in 1792 and has 140,000 members today. Europes colleges and universities are fully 17

integrated to educate facility manages. The Netherlands alone has four major FM programs including a university with a college of 1,000 students.So why isnt FM better accepted in the United States? Facilitiesas an academic disciplineis a tough sell because it is a multi-disciplined, applied science. In the United States, there are fewer than ten undergraduate and graduate programs with the oldest only being about forty years old. Most programs are an appendage to other more mainstream degrees like mechanical and environmental engineering, architecture, or construction. One of the reasons FM has not gained more traction is because professors teach what they learned from their own degrees. A professors research and publishing also drives what is taught in the classroom. Facility management professionals are often asked, Where are the degree programs? Where are the educators coming from? Where is the science behind the profession? Where are the peer-reviewed journals? Fortunately, headway is being made in providing degree programs, trained educators, and sound research science. FM education will continue to grow, but it will take another decade or two for the current senior generation to move on before the profession sees more rapid growth. Training in the future will be more specialized and sophisticated. Universities are focusing more on learning outcomes that create evidence-based learning. This new focus stresses a balance between knowledge, skill, attitude and experience. There are twenty foundational areas that will be critical to FM education in the future. All of them focus on leadership and adaptability.(1) Be a life-long learner. This is the ability and attitude to constantly be learning. If a

facility manager is not a life-long learner, he or she will soon be left behind.

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(2) Be organized to allow for the management of many things at once. Facility

managers are required to wear many hats and have multiple projects going on at

once. Organization, delegation, training and trust are important skills needed for

being part of a team that can handle many things at once.

(3) Champion environmental sustainability practices. Greening and sustainability start

with the facility manager who makes well thought-out changes that can have an

immediate impact. Dont wait to be told what to do. Be a leader.

(4) Champion safety and compliance practices: The number one responsibility of

facility managers is the life safety of everyone who occupies their facilities.

Facility managers should never think or speak negatively about OSHA and safety

regulations. It only takes one preventable accident to realize that following safety

procedures make a difference.

(5) Communicate effectively through verbal, written, and other presentations. A

facility managers ability to be successful will be no better than his or her ability

to communicate. Facility mangers must interface with stakeholders at all levels of

the business.

(6) Demonstrate a service-oriented and marketing attitude. FM is an important

support function to any business. This means that the facility manager must

always exhibit an attitude of service.

(7) Get along well and work well with others. People follow leaders who are fair and

have a vision. They prefer to be around others who are encouraging and help them

19

be better people. Being a successful team leader means that people want to follow

that leader.

(8) Have positive attitudes. No one wants to be around a grump that can only see dark

clouds and rainy day. Dynamic leaders exhibit a personality that brings light and

hope to those around them.

(9) Identify and manage risk. Facility managers always look to prevent problems;

they are proactive in solving potential problems before they happen. Good facility

managers understand quality process management.

(10) Lead others. FM is all about leadership. Facility managers are students of

leadership practices. They seek to become the best leaders they can possibly

become. They study the lives of great leaders and seek to emulate them.

(11) Listen and learn. An important part of communication and leadership is the

ability to listen and learn from others. A facility manager can never know

everything. Their ability to listen, learn and build relationships of trust will always

contribute to the successful operation of any facility or property.

(12) Manage money and budgets well. Financial performance will always be the final

consideration of whether or not a facility or property has performed well. Whether

a property is publicly or privately owned, sound financial management will

always be the bottom line.

(13) Negotiate. Negotiation is closely tied to communication and leadership. Facility

managers negotiate continually with stakeholders, in-house staff, and outsourced

service providers. Contracting services is an important part of FM.

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(14) Operate a separate business unit. FM departments stand alone as a business unit,

and facility managers should run the department as such. Financial officers

always seem to be considering whether in-house or outsourced facilities

management provides higher quality at a lower cost.

(15) Perform cost/benefit analysis. Decisions must always be considered from a cost/

benefit perspective. That is not to say that decisions are made strictly from this

perspective, but that it is part of the due diligence required for any decision. Such

an analysis will provide the details and the variables that should be considered in

the decision-making process.

(16) Perform quality project management services. The need for building space is

never static; it is always increasing or decreasing. Because of this, facility

managers spend the majority of their time doing project management. Being able

to deliver building space changes within budget, on time, safely and at the quality

required is critical to facility managers work.

(17) Practice correct ethics. Facility managers must always take the high road in all

their business practices. Cheating, lying, embezzling, and simple

misrepresentation not only destroys careers but also people. Facility managers

should decide now to always be ethical.

(18) Practice quality process management and improvement. FM is all about people,

processes (including technology) and place. Processes are often defined by the

place, or the facility. Facility managers are the master of the place. Facility

managers must work to incorporate quality facility places with processes so that

21

the overall goals and objectives of work can be achieved. This work is never

done; continual improvement is the objective of every quality system.

(19) Solve problems. Facility managers must be students of the best problem- solving

theories available. Effective problem-solving involves many of the other

foundational elements that have already been mentioned.

(20) Use technology effectively. Technology is an important element of all work

processes. Technologies are tools that aid in the achievement of important

outcomes. Unfortunately, many facility managers are unaware of emerging

technologies and dont know what they dont know. This is true especially for the

older generation. Technologies will continue to play an important part of doing

more with less in the future. Facility managers must know how to adapt and use

these technologies effectively. Facility management education is going to become more important because every part of a building is becoming more complicated. Buildings will have more sensors, more dashboard reports, and more component monitoringwhich will all be managed using improved information analytics. Building analytics is currently in its infancy. To get a glimpse of where future building analytics is going, think about all the tests and procedures performed in hospitals on the human body. Just as the goal of these tests is to know every detail about every human system to prevent and repair problems, building analytics will lead to understanding every component of a building, and provide the information needed to repair and prevent problems.The twenty foundational principles discussed above should speci\ically be applied as facility managers oversee the operations and maintenance of a building. 22

Facility operations accounts for approximately 30 percent of a facilitys budget, followed by energy and general maintenance. Cleaning comprises a large share of the operations budgets, but because it is an out of sight and out of mind component it is often under-managed. Since most janitors report that the methods they use to clean a building are the same methods they learned from their mother, education and training must become a vital part of improving the effectiveness and ef\iciency of cleaning buildings. The future of clean buildings must not just involve a visual inspection, but must incorporate many types of analytics, including indoor air quality, environmental wellness, infectious disease, absentee rates, human interaction, vaccinations, sick-building syndrome red-\lags, better \iltration, etc. There is so much that can be done to improve indoor environments, and better managing cleaning practices is a cost-saving place to start.

23

Chapter 3: Cleaning as We Know It Today

3.1 Cleaning From an Historical Perspec6ve

Throughout history there is evidence of people's desire for cleanliness. One of the

earliest civilizations to implement cleaning and sanitation techniques were the Romans.

The city of Rome had elaborate bathhouses for personal hygiene, along with sewer and

drainage systems for improved city health. Throughout time, cleaning has been plagued

with the same question, Do we clean for health or for appearance? Unfortunately, most

organizations are concerned mainly with appearance. Cleanliness is usually determined

by how a surface or item appears visually.

While cleaning for appearance is important, focus also needs to be on disinfecting

and sterilizing surfaces and objects for health. A disinfectant is a chemical agent that

24

destroys pathogenic microorganisms.15 A sterilizer is an agent or device that destroys

all living things, including vegetative bacteria, spores, fungi, and viruses39 Businesses

must be cleaned for both appearance and health. It is important that both methods are

analyzed and engineered in order to ensure productivity and health. The following

highlights organizations and methods that led to better cleaning for health or appearance,

or both.

ISSAThe Worldwide Cleaning Industry Association

The Worldwide Cleaning Industry Association (ISSA) is a nationally recognized

organization that works on developing better cleaning standards. This eighty-nine-year-

old organization has undergone many changes over the years to become one of the

world's leading cleaning advisors. Below is a brief highlight of how it began and evolved

to where it is today.

Alfred Richter founded the National Sanitary Supply Association in 1923.

Although it started with just a few members, it soon grew into a worldwide organization.

In 1966, in order to reflect its growing international membership, the association

changed its name to the International Sanitary Supply Association.16 Then in 2005 the

association joined with other cleaning service providers and changed its name to ISSA

The Worldwide Cleaning Industry Association.41

25

15 Walker, J. P., & Campbell, J. (2005). Microbiology for cleaning workers simpli\ied. (2011 ed.). Salt Lake City: Design Type Service.16 ISSA.com. (2012). Retrieved from http://www.issa.com/?id=association_history&lg=

Having consistent cleaning standards with measurable results is important. To

assist in this, the ISSA created the Cleaning Industry Management Standard (CIMS).17

The purpose of this certification is to set forth the policies, processes, procedures and

supporting documentation that guide cleaning organizations in establishing customer-

centered organizations.42 In other words, the goal of the program is to help companies

deliver consistent, quality services.42 While theCIMS certification sets standards for

cleaning and helps to optimize results, it does not focus on sanitationkilling the

bacteria and organisms that may be contaminating surfaces.

APPA

APPA is an international association dedicated to maintaining, protecting, and

promoting the quality of educational facilities.18 It helps facility professionals make their

institutions more inviting to all who visit, work or attend classes on campus, which

affects retention and success. APPA promotes excellence in the administration, planning,

design, construction, maintenance, and operations of educational facilities.43 APPA was

founded in Chicago in 19144 and was originally called the Association of

Superintendents of Buildings and Grounds.43 In 1991 APPA changed its name to The

Association of Higher Education Facilities Officers. In 2005 the association began

identifying itself simply as APPA, so not to exclude any educational institutions.43

APPAs cleaning guidelines mainly focus on cleaning for appearance. In its book,

Custodial Staffing Guidelines, it outlines five levels of appearance, and how they are

26

17 Cleaning Industry Management Standard. (2009). Retrieved from http://hawaii-ieha.org/CIMS.pdf18 About APPA. (2012). Retrieved from http://www.appa.org/aboutUs/

determined. The criteria for each level are based on the physical appearance of the

surface or area being inspected.

EPAEnvironmental Protection Agency

The EPA is the United States government agency tasked

with the responsibility of developing and enforcing regulations to

protect both people and the environment. When Congress writes

an environmental law, it is the responsibility of the EPA to enforce

and regulate that law. Through them, companies and individuals can know what is and is

not acceptable in regards to the environment.

The EPA was established in 1970 to consolidate into one agency a variety of

federal tasks, such as research, monitoring, standard-setting, and enforcement activities

to ensure environmental protection.44

The EPA has released numerous guidelines regarding green products and how to

determine which to use. The problem with these guidelines is that they do not consider

whether these green products are as effective at killing germs as proven products; the

main consideration is if they are better for the environment. While protecting the

environment is important, it is just as important to protect the inhabitants of buildings

from dangerous bacteria and viruses. Unfortunately, many of the green products currently

on the market are simply water with food coloring.

27

3.2 Janitorial Contracts

Another area that could contribute to more effective cleaning would be the

standardization of janitorial contracts. Janitorial contracts are used in every sector and

facility. Whether a cleaning service is outsourced or performed by in-house employees,

janitorial contracts are used to outline cleaning processes, frequencies, and outcomes.

Some achieve this result better than others. Five organizations from different industry

sectors were researched to determine the structure and content of janitorial contracts.

Some areas were similar, while others were quite different. The main points of each are

outlined below.

ManageMen

ManageMen19 is a cleaning consultation company. It has various contracts on file

to fit the needs of a broad scope of facilities and janitorial work. All contracts had the

following common elements:

(1) Cleaning company introduction and summary

(2) General conditions are detailed, including quality, personnel, training, rules,

supervision, billing, etc.

(3) Work specifications citing specific examples of how the building will be

cleaned, as well as cleaning frequencies and desired outcomes.

28

19 Janitorial Contract, Jill Melton, Managemen. Received 5.17.10.

International Facility Management Association (IFMA)

IFMA is an association for facility management professionals with more than

20,500 members in seventy-eight countries. The janitorial contract sample used was

retrieved from the Kansas City Chapter of IFMA.20 This contract is more in-depth than

the previous contract discussed; it is nineteen pages long.

(1) Bid specifications and general cleaning requirements. This outlines the

contractors requirements, i.e., equipment and supplies, highly trained and

proficient staff, frequency of cleaning, etc.

(2) Supervisory requirements. This states a strong supervisory support group will

be provided to assure that high quality standards are maintained. Contractors

must provide a site supervisor as well as a quality control supervisor. Training

is to take place at the contractors expense.

(3) Details of general cleaning requirements and employee expectations. It

reiterates the contractor is responsible for supplies as well as any damage

caused by the chemicals or supplies.

(4) Services provided. This details the various areas to be cleaned and the

cleaning frequency.

The main point that differentiates this contract is in detailing what the contractor

will and will not be responsible for.

29

20 Bid Speci\ications for Janitorial Service, IFMA, Kansas City. Retrieved May 17, 2010 from http://www.kcifma.com/documents%5Csamplebidspeci\icationsforjanitorialservice.doc

Novell

Novell has offices across the United States and Austria. Its janitorial contract

outlines the cleaning requirements and frequencies for elevators, bathrooms, office areas,

and all other areas of the building. The opening statement of this contract is interesting. It

reads, "It is the intent of this Agreement that the Project be kept neat and clean at all

times in accordance with the standards of cleanliness found in other first-class office

complexes in the Wasatch Front area.21 The contract refers to standards of cleanliness, which must refer to an unwritten guideline for the area. It is also interesting to note the verbs used to describe a given task: clean, dust, vacuum, etc. While this terminology is acceptable, it speci\ies no result and leaves room for personal interpretation. City of Redmond, WA

Another contract examined was written by the City of Redmond, Washington,

which is provided on their city website. The sections included are:

(1) Explanation of awarded contract. Because it is a document written for public

viewers, the first portion of the contract explains why the city awarded the

cleaning contract to a certain company: "Overall feedback on contractor

performance has been positive during the past several years with the City

experiencing the least amount of quality issues with this service provider than

30

21 Janitorial Contract, Mark Woods, Novell. Received 5.14.10

with any other contracted janitorial cleaning service provider the City has

used.22

(2) The next sections outline the scope and completion of work, and policies for

payment, changes, disputes, and termination. National holidays are noted.

(3) As required by OSHA, Material Safety Data Sheets (MSDS) are explained

along with how to implement them. MSDSs must also be presented in every

language spoken by the employees.

(4) Safety issues, background checks and accountability are then discussed.

(5) The next section outlines the actual tasks to be completed along with the

frequencies.

(6) The final sections are provisions and amendments to the agreement that have

been made since the first edition was written.

Kansas Department of Administration23

While overall content of this agreement is similar to the others referenced, there

were a few differences.

(1) All the changes were placed at the beginning of the document. Since the

original contract was written in 1993, many adjustments have been made.

(2) A Quality Assurance Form was referenced, requiring the inspections to be

completed to ensure quality of work. It then details how the contract may be

31

22 Janitorial Service Cleaning Agreement, City of Redmond. Retrieved May 17, 2010. Retrieved from http://222.redmond.gov/insidecityhall/citycouncil/20071204pdfs/C9.pdf23 Addendum, Kansas Department of Administration. Retrieved May 14, 2010, from http://www.da.ks.gov/purch/contracts/ContractData/08085.doc

terminated. "The contractors failure to maintain overall cleaning performance at

or above the required standards during any month of the probation may result in

contract cancellation."

The janitorial contracts explored from these five industries show similarities in

that most detail the tasks expected in each area along with the required frequency. Where

major differences occurred were in the areas of clear expectations and accountability.

Several stated rather vague expectations, such as: A supervisory support group will be

provided to assure that high quality standards are maintained (IFMA); and The project

is to be kept neat and clean at all times in accordance with the standards of cleanliness

found in other first-class office complexes (Novell). These both refer to an unclear

standard. The interpretation of each task is left up to the discretion of a supervisor or

cleaner in determining if an area is acceptably clean. However, two contracts offered

more exact measurement statements: ManageMen details how the building will be

cleaned along with the desired outcomes; and Kansas Department of Administration

includes a Quality Assurance Form with its contract, which specifies expected quality and

frequent inspections. It also states, "The contractors failure to maintain overall cleaning

performance at or above the required standards . . . may result in contract cancellation."

The contracts illustrate that cleaning standards are often unclear and subjective.

Fortunately, when procedures and outcomes are clearly specified, cleaning results

improve.

32

3.3 Measuring Janitorial Produc6vity

Another area that is difficult to measure is janitorial productivity. Organizations

usually establish some type of measurement device, but there is no industry-wide

acceptable method. Several websites were searched to determine methods for measuring

productivity, including The National Education Association of Health Information

Network,24 HealthyCleaning.com,25 the Occupational Safety and Health Administration

(OSHA),26 and the Environmental Protection Agency.27 Many of these resources had

excellent information on custodial safety, but none contained information pertaining to

cleanliness standards or measures of janitorial productivity.

In addition to website searches, personal interviews were conducted with industry

experts. Most had never heard of an industry-wide janitorial productivity standard. Brian

Stewart,28 a custodian manager who has worked in healthcare facility management and

similar facilities for more than twenty years, developed his own standards. Stewart

measures productivity by:

(1) Making checklists for each area and its designated cleaning worker. Several

times a week he reviews an area with the assigned cleaner, reviewing each

check point. He then rates the performance of each task. If an employee

33

24 NEA Health Information Network. (2010). NEA Health Information Network. Retrieved from http://www.neahin.org25 Healthy Cleaning. (2010). Healthy Cleaning - a guide to green cleaning: non toxic products for home and of\ice. Retrieved from http://www.healthycleaning.com26 Occupational Safety and Health Administration. (2010). Occupational Safety and Health Administration. Retrieved from http://www.osha.gov27 U.S. Environmental Protection Agency. (2010). US Environmental Protection Agency. Retrieved from http://www.epa.gov28 Stewart, B. (2012, February 12). Interview by E. B. Braziel [Personal Interview].

consistently underperforms, he or she is reprimanded, and if no improvement

occurs, the employee is terminated.

(2) Performing a white light test. Stewart writes on a surface with an invisible

marker. After the employee has cleaned the area, he checks the surface by

running a white light over the surface. If the date is still there he knows the area

was not cleaned properly.

Stewart said a major hindrance to productivity is lack of funding. Often, when

budget cuts occur, cleaning is an area seen as inessential. Thus many janitorial

departments are understaffed and underfunded. This leads to not expecting janitors to

clean and perform as well as they could and should.

An article in Campus Facility Maintenance points out how difficult it is to deal

with budget cuts. Author Michael Wilson states when budgets are cut, expectations are

lowered. The article then shared how this problem was addressed in a school with careful

allocation of resources and careful management. Through zone cleaning and

implementing ideas from industry experts, the cleaners were more efficient in their use of

time and therefore became more productive.29

Another way to increase productivity when experiencing decreased funding is to

balance quality and cost. This can be applied to areas, such as determining whether

individual or team cleaning is more efficient, using the right equipment, ensuring proper

training with assistance from standard operating procedures (SOP), giving clear

instructions, and inspecting then streamlining cleaning processes.

34

29 Wilson, Michael. (2004). Balancing Act. Campus Facility Maintenance.

A foundation for janitorial productivity was given in the book, Custodial Staffing

and Guidelines, published by APPA.30 This book details factors that influence a employee

productivity. One of the key ways to increase productivity is instilling ownership.

Ownership is basically the reliance upon each individual to perform to the best of their

abilities on a routine basis, and having the responsibility to recognize and complete all

necessary tasks satisfactorily. This point, although difficult to quantify, has great impact.

As an employee takes pride in his or her work, and shares a sense of ownership and

responsibility with others in the company, the employees desire to perform increases.

A method of measuring productivity that is widely used in the cleaning industry is

cost-per-square-foot. John Walker of ManageMen shared the challenges with the

reliability of this method. A cleanable square foot of a building could mean a plethora of

different things. Walker pointed out where discrepancies could occur by asking, "Are the

tops of the books on the shelves cleanable square feet? Are the inside and/or outside of

the windows in a room part of the cleanable square footage? Do you include all table

surfaces as well as the floor area?"31 These and other examples of uncertainties may be

included in the calculation. Walker points out that in order for cost-per-square-foot to be

an accurate measure of productivity, details of cleanable surface space must be outlined

in each job specification, otherwise the measure is useless.

35

30 APPA, (2012) APPAs Five Levels of Clean. Retrieved from http://www.local39training.org/courses/support/LEED/course4/APPA_Five_Levels_of_Clean.pdf31 Walker, J. (2012, February 2). Interview by E. B. Braziel [Personal Interview].

3.4 Lack of a Cleaning Standard

Research revealed numerous methods for measuring janitorial productivity, such

as visual inspections, frequency of cleaning, janitorial management software, and the

benchmarking by cost-per-square-foot of area cleaned. Federal organizations such as

OSHA give laws and guidelines for safety in the workplace, and the EPA gives measures

for products that are safe on the environment. However, researchers could not find a

measure that effectively rated a buildings cleanliness other than for appearance.

Guidelines and measurements for determining a buildings cleanliness in regards to

health and sanitation are much needed.

36

Chapter 4: Cleaning Products, Safety, and the Environment

4.1 Cleaning Products

While cleaning products abound, information on the contents of such products is

scarce. Unlike foods, consumers cannot simply look at the back of a cleaner and know

what it contains. The US Food and Drug Administration regulates food, beverages or

drugs that are meant to be ingested.32 The US Environmental Protection Agency

regulates chemicals, but requires that manufacturers only list ingredients that are active

disinfectants or potentially harmful.1 According to Sloan Barnett, a consumer advocate,

The government only requires companies to list chemicals of known concern on their

37

32 Scienti\ic American. Corporate Whitewash?: Why do Cleaning Product-Makers Keep Most of Their Ingredients Secret?

labels . . . The fact is that the government has no idea whether most of the chemicals used

in everyday cleaning products are safe because it doesnt test them, and it doesnt require

manufacturers to test them either.45

What we know and false claims

Cleaning products are to be used with care and caution; the backs of most

cleaning agents contain warnings regarding improper use. Consumers assume if they

follow the directions on cleaning labels, their homes will be cleaner and healthier. With

the push for more green cleaning products, many manufacturers are producing

environmentally sensitive cleanersclaiming their green products contain fewer harsh

chemicals and are just as effective other cleaners. Unfortunately, most of these green

products contain nearly seventy-eight percent water and are not as effective as their non-

green counter parts. Claims have been brought against companies such as Clorox for

misrepresenting products. Most recently the National Advertising Division (NAD) told

Clorox to either discontinue or modify their advertisements for Clorox Green Works, on

the grounds that the cleaners actually do not work as well as traditional cleaners.33 It was

the opinion of the NAD that an average consumer could misperceive the Clorox Green

38

33 National Advertisement Division. NAD Examines Clorox Green Works Claims, Following Challenge by Method Products. http://www.nadreview.org/nadcontent/pressdoc/5089PR.pdf

Works as being a disinfectant because of the language used in the advertisement. This

type of advertising is referred to as greenwashing.

Greenwashing

Greenwashing is a continually growing trend where companies claim their

products or practices are environmentally friendly, but in actuality are not. The driving

factor for this is that environmental advertisingin the United States at leastis not

tightly regulated.34 The only organization with the responsibility to prevent false

advertising is the Federal Trade Commission (FTC). While the FTC attempts to stop

illegitimate claims, consumers must accept responsibility to understand what they are

buying. One challenge to this is that companies are not always forthright in their dealings

with the consumer. Richard Dahl, author of Greenwashing: Do You Know What Youre

Buying? shares the seven sins of greenwashing (or how companies are deceptive about

their products).

39

34 Richard Dahl. Greenwashing: Do You Know What Youre Buying? Retrieved from http://ehp03.niehs.nih.gov/article.info%Adoi%2F10.1289%2Fehp.118-a246

(1) Sin of the hidden trade-off: A product is green based

on an unreasonably narrow set of attributes.

(2) Sin of no proof: An environmental claim that has no

proof.

(3) Sin of vagueness: Claims that are poorly defined or

broad and can cause misunderstanding.

(4) Sin of irrelevance: Claims that are truthful but not important or helpful for

consumers.

(5) Sin of lesser of two evils: Claims that are true but intentionally distract from

health or environmental impacts.

(6) Sin of fibbing: Making false claims.

(7) Sin of false labels: False labels or certifications on products.

Discovering the truth about products can be daunting; for this reason consumer-

advocate groups have published helpful websites like greenerchoices.org.35 This website

is sponsored by Consumer Reports, and provides information about many different

products, including cleaners. It informs consumers about the labeling of products and

how best to determine what to use.

Lawsuit to disclose ingredients

Until recently, it was nearly impossible to find what ingredients were in cleaners.

This changed because of a 2010 New York court case where consumer-advocacy groups

brought a lawsuit against several major household cleaning manufacturers for not

40

35 Consumer Reports, (2012). Retrieved from http://www.greenerchoices.org

disclosing the ingredients in their cleaners. In response to the lawsuit, companies began

voluntarily posting cleaner ingredients on their websites. Though still not listed on labels,

consumers can at least find ingredients on websites now.

What's inside?

While the court case in New York has prompted cleaning companies to post their

ingredients, it is not an end-all solution. Only the major ingredients are currently listed.

Furthermore, the quantities of each ingredient are not provided and several components

such as fragrances are not listed in detail. Additionally, reading the name of a chemical

and knowing what it does are two different things. It is important that organizations

properly research the potential benefits or hazards of the cleaners they use. Below is a list

of several major brands and where to find what is contained inside various cleaning

products.

Clorox products: http://www.thecloroxcompany.com/products/ingredients-inside

SC Johnson products: http://www.whatsinsidescjohnson.com

Simple Green: http://www.simplegreen.com/pdfs/MSDS_EN-US_AllPurposeCleaner.pdf

Mr.Clean: http://www.kernair.org/Documents/MSDS/mr%20clean.pdf

41

Watchdog groups and consumer protection

Many groups and organizations have joined forces to persuade cleaning

companies to be more forthcoming with the ingredients in their products. Some are

focused on providing information and help to consumers while others are more action

oriented. Some of the organizations affecting change are Earthjustice, Womens Voices

for the Earth, and Growing a Green Family. A description of each is listed below.

Earthjustice

Earthjustice36 is a non-profit law firm based in San Francisco, California. It was

in part due to their help that the lawsuit in New York was made possible, causing

increased attention towards cleaning product companies. This increased publicity was a

factor that motivated companies to post the ingredients of their products online.

Earthjustice was founded in 1971 as the Sierra Club Legal Defense Fund but changed its

name to Earthjustice in 1997.

42

36 Earthjustice. (2013) http://www.earthjustice.org

Women's Voices for the Earth (WVE)

As stated on its website, Womens Voices for the Earth is a national organization

that works to eliminate toxic chemicals that impact womens health by changing

consumer behaviors, corporate practices, and government policies.37 The organization

provides information regarding cleaning products, cosmetics, salons, and other household

chemicals. It was founded in 1995 in Missoula, Montana, by a group of womens

activists. For its first ten years of operation, WVE focused on state-based initiatives in

Montana. Now it works to protect health in the United States, focusing on eliminating

toxic chemicals that contribute to breast cancer, birth defects, asthma, infertility, learning

disabilities, childrens cancers and other illnesses.

Growing a Green Family (GGF)GGF,38 written by Jennifer Chait, is one of hundreds of blogs written by consumers containing information on everyday products. It provides consumer

information, as well as a place for comments, and links to other blogs or websites.

Additional organizations for cleaning products

There are always organizations and groups for both sides of an argument. While

the group for non-disclosure of cleaning ingredients is smaller, it is important to note

advocates of both sides. The American Cleaning Institute is one such organization.

43

37 Safe Cleaning Products. (2010). Retrieved from http://www.womensvoices.org/making-products-safe/safe-cleaning-products/38 Growing a Green Family (2012). Retrieved from http://growingagreenfamily.com/jennifers-current-blogs/

American Cleaning Institute (ACI)

The ACI is Home of the US Cleaning Products Industry, representing

producers of household, industrial, and institutional cleaning products, their ingredients

and finished packaging.39 This includes over 100 manufacturers who make about ninety

percent of all the cleaning products in the United States. Their goal is advancing public

understanding of the safety and benefits of cleaning products, and protecting the ability of

its members to formulate products that best meet consumer needs.39 The ACI does not support the disclosure of cleaning product ingredients and believes it is unnecessary,

unworkable, and would further strain scarce taxpayer resources.39 The ACI has been around since 1926, but was then known as the Soap and Detergent Association (SDA).

Air pollutants from cleaners

A research study conducted at Berkeley in May of 2006 found that indoor

cleaning products could emit toxic pollutants. The researchers selected twenty-one

products from major retailers, particularly those containing significant amounts of

terpenes and ethylene-based glycol ethers.40 The study reports that when cleaning

44

39 ACI Background. (2012). Retrieved from http://www.cleaninginstitute.org/about/aci_background.aspx40 Study warns of cleaning products risks. (2006). Retrieved from http://berkeley.edu/news/media/release/2006/05/22_householdchemicals.shtiml

products are used under ordinary circumstances, the exposure to harmful substances

would not exceed guideline values. However, when high percentages of ozone is in the

air, or when working in confined spaces such as bathrooms, exposure can be greater than

recommended. The most important findings from the research are:

When cleaning, especially in smaller areas, make sure there is proper ventilation

during and after cleaning.

Avoid cleaning when outdoor ozone/smog levels are high.

To prevent injury, products should be used as directed, such as used at diluted

strength as opposed to full strength50

4.2 The Eects of Cleanliness on Indoor Air and Environmental Quality

A study published in Indoor Air stressed the importance of cleaning. The

researchers of the study set out to see if indoor air pollution had an impact on the

productivity of building occupants. Control groups of six female subjects each were

assigned to work in a clean environment, and experimental groups were assigned to areas

that had the addition of a twenty-year-old carpet acting as a pollutant. The experimental

45

groups had significantly higher levels of sickness and significantly lower levels of work

performance compared to the control groups.41

A study that looked at the benefits of a clean environment in a school setting was

conducted by Dr. Berry at Charles Young Elementary School in Washington, D.C., in

2002. Dr. Barrys research revealed that a clean environment contributes to the health of

the student, which is the state of complete physical, mental, and social well-being. A

cleaning system should enhance the well-being of students, staff, and others.42

Another body of research that shows the impact of building cleanliness on health,

compared twenty-four schools with visible moisture and mold problems to eight non-

damaged schools. The mold and moisture had an adverse affect on building occupants,

especially in contaminated schools constructed of concrete or masonry.43

The research review, Do Indoor Pollutants and Thermal Conditions in Schools

Influence Student Performance? showed that nitrogen dioxide (a common indoor

pollutant derived from combustion processes, such as unvented combustion appliances,

vented appliances with defective installations, tobacco smoke and welding44), reduces

school attendance. It also showed that low ventilation adversely affects student

performance.45

46

41 Wargocki, Pawel, Fanger, P. Ole, Clausen, Geo, Baik, Yong K. & Wyon, David P. (1999). Perceived Air Quality, Sick Building Syndrome (SBS) Symptoms and Productivity in an Of\ice with Two Different Pollution Loads. Indoor Air, 165-79 (9.3), 165-79.42 Berry, Michael A. (2002). Healthy School Environment and Enhanced Educational Performance: The Case of Charles Young Elementary School Washing, DC. Retrieved from http://www.carpetrug.org/pdf_word_docs/020112_Charles_Young.pdf43 Meklin, T., Nevalainen, A., Moschandreas, D., Hyvrinen, A., Halla-Aho, J., Koivisto, J., Vahteristo, M., Husman, T. & Vepslinen, A. (2002). Indoor Air Microbes and Respiratory Symptoms of Children in Moisture Damaged and Reference Schools. Indoor Air, 12.3, 175-83.44 Environmental Protection Agency (EPA). (2012). An Introduction to Indoor Air Quality. Retrieved from http://www.epa.gov/iaq/no2.html45 Mendell, Mark J. & Heath, Garvin A. (2010). Do Indoor Pollutants and Thermal Conditions in Schools In\luence Student Performance? A Critical Review of the Literature. Indoor Air 15.1, 27-52.

4.3 Conclusions

Overall, there are many ways for consumers to obtain information regarding

cleaning products, it just requires a bit more effort than reading a label. Proper cleaning

and correct usage of cleaning products will lead to improved health and performance.

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Chapter 5: Engineering and Process Management

5.1 The Importance of Engineering

Engineering is defined as The application of science to the optimum conversion

of the resources of nature to the uses of humankind . . . [or] the creative application of

scientific principles.46 Engineer Theodore von Krmn (knows as the architect of the

space age)47 described science as the study of what is and engineering as the study of

what never was. Engineering serves the purpose of uniting technological advances and

innovations with practical application.

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46 Engineering (science). (2012) Encyclopedia Britannica. Retrieved from http://www.britannica.com/47 Petroski, Henry. (2010). The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group.

An example of this occurred in 1994 when parts of Comet Shoemaker-Levy 9

collided with Jupiter. The amazing brilliance of the explosions that resulted was clearly

visible through small telescopes and even outshone the planet. The explosions were

estimated to have had more magnitude than all of the atomic bombs in our world. This

event brought up a concern to the National Aeronautics and Space Administration: What

would happen if such a collision happened on earth? This problem was presented to

engineers who then set up satellites and other devices to detect and find any object that

was headed for a collision or close encounter with earth. It was through engineering that a

plausible and working solution could be made.

5.2 An Historical View of Engineering

As technology, science, and information in general increase worldwide, it

becomes more vital that engineers find ways to protect the health and safety of the

masses. A 2008 Chinese milk incident was one of many food-related fiascos that showed

some concerns with growing technology. A milk additive was discovered that would

make dairy products appear to contain more protein. This chemical, called melamine,

passed the standard lab tests, but was later discovered to be harmful to the body. Three-

hundred thousand babies became ill and six died after ingesting melamine.48 If

engineering had been incorporated with science in the testing of melamine, it may have

ensured the safety of the product before it was released for public consumption.

Research and development (R & D) is part of both science and engineering.

Research is the science side of engineering that deals with the discovery of how things

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48 2010. China dairy products found tainted with melamine. BBC News Asia-Paci\ic. July 9. Retrieved from http://www.bbc.co.uk/news/10565838

function in the universe. Many research labs prior to World War II were set up with the

goal of simply exploring science. This was the style at Corning labs. A chemist with more

than forty patents described the process: We were given absolute control over what we

worked on. We were just there and spent the day doing our darnedest to dig up something

new and no one directed us to what we should be working on and put a time limit or

anything of that nature.49 This method of R & D ended with the start of World War II, or

what has been called the scientists war.

In 1939, Albert Einstein along with other scientists wrote a letter to President

Franklin Roosevelt to inform him of the potential energy and possible harm that lay in

Uranium50. Afraid Germany would harness uranium first, Roosevelt responded by

forming the Manhattan Project, an R & D program that produced the atomic bomb that

ended the war. In 1941 a Senator named Harley Kilgore advocated that government

funding should go towards R & D. He proposed that the furthering of science would lead

to many improvements in society that would benefit everyone.

This system worked for a while, promising results from the information and

knowledge that was being gained from the research. But not much happened until the

Russians launched Sputnik in 1957.51 Suddenly direction was required in the

government-funded research. It was not enough to solely understand what the Russians

had done. Practical application of knowledge was needed as well. In this instance, the

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49 Petroski. Henry. (2010) The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group50 Einstein-Szilrd letter (2012). Retrieved from http://en.wikipedia.org/wiki/Einstein-Szilrd_letter51 Petroski, Henry. (2010) The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group

emphasis began to shift to development. The accepted notion of scientific research to

discover truths began to be seen as incomplete. Vannevar Bush, who had helped in the

design of the research system, began to question what had been done.52 It began to be

evident that science and engineering needed to be together like when the atomic bombs

were formed, unity of research and development as two equals was crucial.

The most recent change in the world of engineering occurred in the 1970s. During

this time period private funding of research exceeded government funding. Since that

time, the gap has continued to grow as the value of science and engineering together has

been used for many industries to gain the advantage and excel in one way or another.

Those who can allocate funding to the right type of technology and engineering will see

substantial increase in their respective industries.

5.3 Engineering in the Future

With research done in almost every field of study, what remains to be done?

With rapid increases in technology in the past few decades, the amount of information

available in the world is astounding. Perhaps greater application of engineering to

information technologies and science would lead to new findings.

The book, Engineering in History,53 points out a few things that are preventing

the increase of useful products. One is the vision of engineering and what it is compatible

with. It is customary to think of engineering as a part of a trilogy: pure science, applied

science, and engineering. This trilogy is only one of a triad of trilogies into which

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52 Petroski, Henry. (2010). The Essential Engineer: Why Science Along Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group53 Kirby, R.S., Withington, S., Darling, A.B., and Kilgour, F.G. (1990). Engineering in History (Dover Civil and Mechanical Engineering. Dover Publications

engineering fits. The second is economic theory, finance, and engineering; and the third is

social relations, industrial relations, and engineering. Many engineering problems are as

closely allied to social problems as they are to pure science.

Communication is one of the biggest issues that is involved with the growth of

technology. With the over abundance of information today, it is difficult to process it all,

let alone understand when it is useful. Because every area of an organization must work

together, the engineering needed to fix problems must take into account the

communication within a group. This is complicated by the diverse jargon that is used in

different professions and areas within an organization. The problem is highlighted in the

book, The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems,

when author Henry Petroski quotes Charles Percy Snow. In our society (that is,

advanced western society) we have lost even the pretense of a common culture. Persons

educated with the greatest intensity we know can no longer communicate with each other

on the plane of their major intellectual concern. This is serious for our creative,

intellectual and, above all, our moral life. It is leading us to interpret the past wrongly, to

misjudge the present, and to deny our hopes of the future. It is making it difficult or

impossible for us to take good action.54 Clear communication is vital to harnessing

information and helping organizations progress.

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54 Petroski, Henry. (2010) The Essential Engineer: Why Science Alone Will Not Solve Our Global Problems. Knopf Doubleday Publishing Group

5.4 What Is an Engineered Process?

A process is described as a natural phenomenon marked by gradual changes that

lead toward a particular result.55 Another definition states a process is a series of

actions or operations conducing to an end; especially a continuous operation or treatment

especially in manufacture.56 Considering both of these definitions makes it clear why

engineering processes are key to a businesss success. The industry and profit that have

been achieved is a result of mastering and perfecting the processes used in

manufacturing. This is how Henry Ford was able to make mass-produced, inexpensive

cars available to the public. With the exception of the cleaning industry, analyzing and

improving processes is how most major industries are run today. The key is to link

engineering with processes to develop efficient and effective systems.

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55 Process. (2012) The Encyclopedia Britannica. Retrieved from http://www.britannica.com/56 (2005). Merriam-Websters Collegiate Dictionary, Eleventh Edition. Merriam-Webster, Incorporated. p. 990

Chapter 6: The Practice of Lean and Quality Management

6.1 What is TQM?

Total Quality Management (TQM) refers to a management system that consists of

values, disciplines, tools, and methodologies, all used to ensure customer satisfaction and

reduce the amount of resources needed. TQM is a culture that embraces efficient and

effective practices, and values quality products and services. A TQM culture often

requires a radical shift in job design where emphasis is placed on innovation, creativity,

and problem solvingall aimed at maximizing the quality of output more than the

quantity of output. It also requires the dedication and cooperation of all divisions and

departments, at all levels of an organization. Employees must understand the

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fundamentals of TQM; they need to understand their efforts contribute to the success of

the company.

An important aspect of employee dedication is employee empowerment. Effective

managers empower employees, allowing them to solve performance problems on their

own. TQM companies are committed from the top on down. The corporate culture is built

on shared dedication to improve quality and customer service through waste reduction

and continual improvement.

There are several different methodologies and practices used to create a TQM

culture in various